Be Prepared

SERVICE INTERRUPTION | SEVERE WEATHER | UTILITY EASEMENT

SERVICE INTERRUPTIONS

Weather and power outages may affect your XFINITY or Comcast Business services in New Mexico. During severe weather, the two biggest impacts are commercial power outages and damage to our network. We work around the clock and use all of our resources to restore services as quickly and as safely as possible.

This also means proper planning, and we work in advance to prepare for these major weather events. We call more work crews, bring in generators, and take other steps to ensure our systems, networks and operations centers are resilient.

We also partner with local power crews in outages and severe weather. They are the first priority. This means we are unable to restore your Xfinity, or Comcast Business service until the power company has restored service to your neighborhood. For more details on how your services could be impacted during a storm or severe weather and some helpful resources, please visit our Xfinity Storm Ready and Comcast Business Storm Ready websites.

Helpful Tips & Safety Precautions to Prepare for Severe Weather

Emergency management procedures dictate that electricity must be restored first and Comcast must receive clearance that it is safe for our crews to begin any restoration work. Should customers experience a loss of service due to a power outage, local power must first be restored before Xfinity video, phone or internet services can begin working again. For more details on how your services could be impacted during a storm or severe weather and some helpful resources, please visit our Xfinity Storm Ready and Comcast Business Storm Ready websites.

If customers have electricity but not Xfinity services, Comcast recommends that customers restart or reset devices, including wireless gateways, modems, routers, and cable boxes.

In some cases, customers may have power back but not their Xfinity Services because commercial power has not been restored to our network in that area.

Xfinity App

Get updates on outages, report service interruptions, and see when your service is expected to be restored.

Xfinity Stream

View live TV, get weather updates, and download shows/movies beforehand to watch offline in case you lose power.

Xfinity WiFi Hotspots

Xfinity Internet customers can access millions of Xfinity WiFi hotspots available nationwide.

@ComcastNewMexico

We will provide you with up-to-date information on outages, and provide assistance with your account.

Additional Helpful Tips & Safety Precatuions

Plug TV’s, modems, and cable boxes into a surge protector to prevent damage.

Keep your phone dry & easily accessible.

Keep your phone battery charged.

Customers should always stay clear of downed power and cable lines in the interest of safety

Make sure emergency phone numbers and emails are programmed in your phone.

What are Utility Easements?

Utility Easements are one of the most common types of easements for private property, which generally allow public utility companies access to the property for the purpose of installing, repairing and maintaining utility equipment. These include: overhead electric, telephone and television lines, underground electric, water, sewer, telephone, and cable lines. They exist because it’s significantly more efficient for utility companies to run lines in straight lines through neighborhoods rather than around individual parcels of land.

What Will Happen?

When services are down, you may notice Comcast trucks in your neighborhood. Our teams will work to restore services to get everyone back online as quickly as possible.

Protecting Our People

Our team will always provide company identification when making contact with you to ensure your safety before accessing our equipment.

Helping Our Customers

In the event we are unable to reach you, we will still need to access the utility easement located in your backyard or sometimes even a neighbor’s to make necessary repairs to restore services for the neighborhood.

We recognize you may not be a Comcast customer, please know that our teams are here to help. Your neighbors and community will thank you. Let’s work together to keep everyone connected!

FREQUENTLY ASKED QUESTIONS ABOUT YOUR SERVICE

I have power, but my Xfinity services are out. Why don’t I have Xfinity services?

While the power to your home may be on, parts of our network that provide your Xfinity service may be in areas where the commercial power is unavailable, leading to a disruption of service. Once power is restored to those portions of the network, we will restore service ASAP when it is safe to do so.

To verify that this is the case, you can try unplugging your Xfinity equipment from its power source, waiting five seconds, and plugging your equipment back into the power source.

Please be assured that we are working to restore service as quickly and safely as possible. Get outage updates for your area and information about your Xfinity service by visiting My Account. Comcast Business customers can visit business.comcast.com/myaccount.

What should I do if my Xfinity service is down, and I’m not sure if it’s related to Power or Utilities?

If your service is down, check My Account or the Status Center first to see if there’s a known outage in your area. If it shows an outage for your address, there is no need to call, as we’re monitoring our network and will work quickly to restore your service as soon as conditions are safe.

It is possible and quite likely that during storm recovery, not all services will be restored at the same time and there are times when you will need to report service interruptions.

You may notice some temporary service interruptions while our technicians work to get everything repaired.

My neighbor has TV, Internet, and Voice services but I do not.

Even though your neighbor may have service, it’s possible that your home receives its Xfinity connection from another part of our network that has been affected by an outage event. Crews will restore services as quickly as possible.

Check My Account or the Status Center to see if an outage has been reported for your address. If your services are out, but it’s not reported, please notify us of your outage within My Account or by calling 1-800-XFINITY (1-800-934-6489). Comcast Business customers can visit business.comcast.com/myaccount.

Sign Up to Receive Text Alerts

Log on to your account at xfinity.com/myaccount or via the Xfinity app and make sure your contact information is up to date. Please provide us with your mobile number so we can send you text alerts before there is an outage and afterward when your services are restored.

Download or Login to the Xfinity App or Comcast Business My Account

Get updates on outages, report service interruptions and see when your service is expected to be restored. Double check that we have the right mobile number so we can contact you quickly with updates.